Quality Assurance Supervisor (AC) - English Malay - Penang

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• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.

• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.

• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.

• Package, deliver, and at times present key findings and briefings.

• Conduct evaluations to identify areas of improvement

• Monitor, analyse & audit trainees’ performance and call out any unusual trends

• Identify training needs by working with operations team and QA

Minimum Skills to Hire:

• Analytical/critical thinking skills
• English & Bahasa Malay language proficiency
• English & Mandarin language proficiency for 1 SG
• Presentation skills
• Content moderation background